Senior Officer: Country Operations & Knowledge Management

The Senior Officer: Country Operations & Knowledge Management provides operational coordination, knowledge management, programme information management and country support across the Programmes & Impact portfolio.

The role supports the consistent implementation of organisational processes relating to country operations, programme start-up and close-out activities, portfolio reporting, Salesforce administration, knowledge management and portfolio coordination. Acting as a key liaison between country teams and Head Office functions, the role promotes effective communication, operational consistency and information flow across multiple countries, projects and awards.

The role applies and coordinates established organisational processes and systems rather than owning them, influencing outcomes through collaboration, coordination, relationship management and problem-solving across a matrixed environment.

Key Performance Areas

Country Operations Coordination and Support

Key Accountabilities

• Provide operational coordination and support across country programmes and project portfolios.
• Support implementation of agreed operational processes across countries and projects.
• Facilitate collaboration between country teams and Head Office support functions including Finance, People, Culture & Learning, Grants & Compliance, Strategic Information and Resource Development.
• Coordinate country visits, programme reviews and operational assessments.
• Monitor operational challenges, risks and bottlenecks and escalate issues requiring management attention.
• Support country teams in navigating organisational systems, processes and requirements.
• Maintain visibility of country operational priorities and support requirements.

Programme Information Management and Salesforce Administration

Key Accountabilities

• Serve as the primary Salesforce focal point within the Programmes & Impact Department.
• Administer Salesforce user accounts, user support activities and routine reporting processes.
• Generate, analyse and distribute standard Salesforce reports and dashboards.
• Coordinate data validation and reporting activities with country teams.
• Support country users through training, guidance and refresher activities.
• Promote adherence to agreed Salesforce standards, processes and reporting requirements.
• Collate country system requirements and route enhancement requests through approved organisational channels.
• Act as the link between country users and relevant system support resources.

Knowledge Management and Documentation

Key Accountabilities

• Maintain programme records, document repositories and knowledge management systems in accordance with organisational standards.
• Ensure programme documents, reports, templates, tools and resources are appropriately stored, organised and accessible.
• Coordinate document version control, archiving and document management processes.
• Support capture and dissemination of lessons learned, good practices and operational knowledge.
• Promote effective information sharing and organisational learning practices.
• Ensure compliance with records retention and information management requirements.
• Support retrieval of programme information required for audits, evaluations, donor reporting and organisational learning activities.

Project Start-Up, Close-Out and Transition Coordination

Key Accountabilities

• Coordinate project and country start-up activities using established organisational processes and frameworks.
• Support implementation of operational readiness activities, including planning, documentation and coordination requirements.
• Maintain start-up workplans, trackers and implementation schedules.
• Coordinate project and country close-out activities in accordance with organisational and donor requirements.
• Track completion of close-out actions, documentation and outstanding obligations.
• Coordinate communication and collaboration between country teams and support functions during transition periods.
• Support country transition, expansion or closure activities as required.

Portfolio Reporting, Coordination and Governance Support

Key Accountabilities

• Maintain portfolio tracking and monitoring systems.
• Coordinate portfolio reporting processes and information requests.
• Consolidate programme updates, milestones, operational information and reporting requirements across the portfolio.
• Support departmental governance processes, meetings and reporting requirements.
• Maintain action trackers, reporting calendars and follow-up mechanisms.
• Prepare portfolio summaries, status updates and coordination reports as required.
• Provide programme and operational visibility to departmental leadership through accurate and timely reporting.

Cross-Functional Coordination and Special Projects

Key Accountabilities

• Coordinate activities across country teams and Head Office functions.
• Build effective working relationships across multiple departments and stakeholder groups.
• Support implementation of departmental initiatives and special projects.
• Contribute to continuous improvement activities aimed at strengthening programme operations and efficiency.
• Support organisational problem solving through coordination, information sharing and follow-up.
• Participate in cross-functional committees, working groups and organisational initiatives as required.
• Undertake additional responsibilities assigned by the CPIO.

Qualifications, Experience and Competencies

Minimum Qualifications

• Bachelor's Degree in Public Health, Development Studies, Project Management, Business Administration, Information Management, Social Sciences or a related field.

Preferred Qualifications

• Postgraduate qualification in Project Management, Public Administration, Development Studies or a related discipline.
• Salesforce certification or relevant CRM certification advantageous.
• Knowledge Management or Records Management certification advantageous.

Experience

Required

• Minimum 5-7 years' experience in programme operations, portfolio coordination, programme administration or operational support within complex organisations.
• Experience supporting multiple projects, programmes or country portfolios simultaneously.
• Experience working within development, NGO, INGO or donor-funded programme environments.
• Experience coordinating activities across multiple stakeholders and functional teams.
• Experience using Salesforce or similar CRM, programme management or grants management systems.
• Experience in programme reporting, information management and operational coordination.
• Demonstrated ability to influence and coordinate without direct authority.

Preferred

• Experience supporting project start-up, transition and close-out activities.
• Experience supporting multi-country programmes.
• Experience in knowledge management and organisational learning.
• Experience supporting country offices within international organisations.

Core Competencies

Operational and Technical Competencies

• Programme and Portfolio Coordination
• Operational Planning and Administration
• Salesforce Administration and Reporting
• Knowledge Management
• Records and Information Management
• Project Start-Up and Close-Out Coordination
• Reporting and Data Analysis
• Process Coordination
• Governance Support

Leadership and Behavioural Competencies

• Influencing without Authority
• Relationship Building
• Stakeholder Management
• Cross-Functional Collaboration
• Problem Solving and Judgement
• Planning and Organising
• Communication and Facilitation
• Attention to Detail
• Adaptability and Resilience
• Service Orientation

Personal Effectiveness

• Accountability and Follow-through
• Initiative and Proactivity
• Continuous Improvement Mindset
• Professionalism and Integrity
• Learning